1. Please give an overview of your role and what this involves on a day-to-day basis:
A customer service supervisor responsible for: customer service, customer relationship management, handling customer complaints, marketing & merchandising, delivery, managing stock loss, managing cash loss, supporting team members, giving feedback to team members, managing health and safety in the warehouse, work with other managers to achieve sales targets and other KPIs and communicate results with other stores in the area (on certain targets).
2. Have you learnt any new skills or developed existing skills?
I learnt how to manage stock in the warehouse, enforce warehouse health and safety policies (assess potential risks to myself and staff), resolve conflicts whether they are from staff or customers and complete internal audits. I also learnt how to build teams and motivate staff members. I've also been able to learn how to look at the bigger picture when analysing business performance and what I can do to impact this.
3. To what extent do you enjoy your programme?
I've been enjoying the course so far even though I've just started the first topic. Getting to learn all the theory behind team development and customer service has been really beneficial to me, I can use what I've learnt to become a better leader. So far the programme content has exceeded my expectations.
4. How well organised/structured is your programme?
Induction was long and boring. I understand the purpose of it but in the middle of a workday, it was difficult to listen to everything I 'needed' to know about the programme. The trainer, however, was pleasant and understanding which helped. The programme itself is structured but the online portal is confusing to use because there are so many features.
5. How much support do you receive from your employer?
My branch manager has been incredibly supportive ever since he nominated me to go on the course. My area manager is also approachable and encourages me to talk to her if I need support, of any kind. Trainers at the workshop have also been very friendly and approachable, it was very easy to talk to them and get their advice about issues.
6. How much support do you receive from your training provider when working towards your qualifications?
I've only just started but so far it has been easy to contact my Trainer through phone or email. The Trainer seems to be enjoying her role, so she comes across passionate about what she is doing, it makes it easy to ask questions and advice regarding my development.
7. How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
So far, I've learnt all about team building and customer management so that really helped me take a closer look at how I communicate with both staff and customers and understand what I need to do to become a better leader. I also feel like I know more now about the business that when I first started so I feel like I can contribute more to the success of the business by applying what I've learnt.
8. Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
The Screwfix Foundation encourages fundraising activities in store as well outside the store. Outside of work, I've become a Walking Group facilitator for a mental health charity, which operated locally to me. I often enjoy running and I've also joined a local gym because I wanted to learn how to swim.
9a. Would you recommend Screwfix to a friend?
A good place to work with a great culture. Depending on where you work, you may be blessed with a great team but regardless, it is easy to communicate with managers and senior managers about any issues. there are plenty of opportunities to develop and there are lots of resources available to assist you if you need to work on a development plan.
10. What tips or advice would you give to others applying to Screwfix?
It's harder now to move up the career ladder at the company so you would need to remain very patient and continue to be dedicated to your role. As long as you go above and beyond your role, you will be recognised and you will have plenty of opportunities for development, however, you will need to take the initiative to find those opportunities.